Complaint management software for telecoms

UsefulFeedback's complaint management software for Telecoms enables you to manage complaints efficiently and effectively within an operational environment that is characterised by rapid technological change, fast evolving service products and large volumes of subscribers.

An easy to use, cost effective and intuitive system, UsefulFeedback, complaints management software for telecommunications, makes it easy to capture manage, track and report on complaints and feedback regardless of where and how the customer contacts your organisation.

Due to the sheer size of the organisation and scale of the customer base, telecommunication companies face specific challenges in improving customer service levels. The large volume of customers and rapidly evolving products that offer high-levels of interaction mean the chances of something going wrong are increased, which often results in complaints.

But complaint management isn’t just about resolving that one particular issue to the satisfaction of the customer and in the most cost efficient and effective manner for the organisation. It is about capturing feedback to understand where problems reside and prioritising the required business improvements to the benefit of both the customer and the company.

To add to these challenges, the telecommunications industry across the globe is increasingly subject to complaint handling regulations, with companies often required to be members of external dispute resolution schemes, such as an industry Ombudsman, external adjudicator or Government commission.

UsefulFeedback for Telecommunications is a complaint management application that is built to cater for these exact challenges and will manage the complaint process from capture, through resolution to reporting.

Intelligent workflow – prompting case handlers to carry out the right action at the right time

Multi-lingual correspondence templates – giving case handlers the ability to correspond by email or by letter in the customer’s own language

Root cause analysis – comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to make a quickly understand and address underlying causes

Geodata options – cases can be linked, using a map interface, to a specific location – providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues